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Job Description
Structured overview of role & requirementsAbout This Role
Own escalation resolution for production issues unresolved by L1 support, meeting defined service level agreements.
Perform root-cause analysis, data fixes, job replay, and validate reconciliation pipelines to maintain platform health.
Collaborate with engineering on escalations, maintain runbooks/SOPs, participate in on-call incident response, and improve L1 self-service and automation.
Minimum Requirements
3–4 years of experience in application/production support or equivalent L2 role.
Proficient in SQL querying (MySQL) and log analysis with tools like Kibana, Grafana, Datadog, or CloudWatch.
Experience with incident management tools (Jira) and production support tasks in payments, banking, or FinTech environments.
Working knowledge of APIs, microservices troubleshooting, cloud platforms (AWS/GCP/Azure), container orchestration (Docker/Kubernetes), and scripting (Python, Bash).
Ideal Candidate Profile
Experienced in complex technical investigations with a focus on root-cause analysis and incident resolution within SLA-driven environments.
Comfortable collaborating across L1, L3, and engineering teams to close incidents and document knowledge for continuous improvement.
Demonstrated ability to improve operational efficiency through automation, monitoring enhancements, and clear documentation.